AccountId: 011433970860
ContactId: 1c7960c7-5513-4849-b940-4f97eeee9e8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366209 ms
Total Talk Time (AGENT): 81461 ms
Total Talk Time (CUSTOMER): 124143 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/1c7960c7-5513-4849-b940-4f97eeee9e8d_20250429T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] in customer services. How are you?
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][POSITIVE] I'm good. I have a [PII].
[CUSTOMER][NEUTRAL] Um, on the phone, she's the daughter of an insured who is deceased, um.
[CUSTOMER][NEUTRAL] Let's see she wants to know if this policy is a reimbursement policy or a lump sum policy, and she also wants someone to email her instructions with everything that she needs to send in for a claim.
[AGENT][NEUTRAL] OK. So you said reimbursement or what was the other one?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, lump sum.
[AGENT][NEUTRAL] Lump sum, OK.
[CUSTOMER][NEUTRAL] If it pays a lump sum or if it's a reimbursement policy.
[AGENT][NEUTRAL] OK. Do you have her policy number by chance?
[CUSTOMER][NEUTRAL] I do. It's 641-860.
[AGENT][POSITIVE] OK, perfect. OK, you can transfer her over.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and she also has an intensive care policy [PII].
[CUSTOMER][NEUTRAL] And I verified all our information.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright, thank you, and here she is, and it's [PII] on the phone.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL, the care team.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I'm calling because, um, I'm checking on some information for my mother's cancer claim. She died in January, and we're trying to do what we need to do to be able to make a claim on her cancer policy, and my question is.
[CUSTOMER][NEUTRAL] Um, do, is, is this, uh, policy.
[CUSTOMER][NEUTRAL] Uh, does it give a lump sum or is this for like reimbursement type thing?
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] So, yes, uh, let me pull up the benefits.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK. So it looks like for this policy.
[AGENT][NEUTRAL] It would be.
[AGENT][NEUTRAL] Like based on exactly.
[AGENT][NEUTRAL] Um, what your mother had done.
[AGENT][NEUTRAL] So, it looks like for chemotherapy and radiation therapy.
[AGENT][NEUTRAL] Uh, there is a benefit amount.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, she never under underwent chemotherapy or radiation.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When they finally put the word apparently she's had it for a while, but they never said the words to pancreatic cancer until we went to [PII], and she was [PII] and very feeble health. So it, it was out of the question for her to be on chemo or to go through radiation or surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And your mother's name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just one moment. Let me look into both of these policies you provided.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind if I reach out to my manager about this policy so I can give you the correct information?
[CUSTOMER][NEUTRAL] Certainly.
[AGENT][NEUTRAL] And give you a call back, uh, what's a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK, and then I will get back to you within the hour, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Yeah, of course. Thank you.
[AGENT][NEUTRAL] Right.